Bad service from the Branch Manager: Nedbank Glen Marais

I am still waiting for the complaint number since Saturday 09 July 2022. I was treated badly by the branch manager of Nedbank Glen Marais in Kempton Park on Saturday and immediately lodged a complaint telephonically with Nedbank, the consultant promised to send me complaint number on my cell number after the call. This is not acceptable, now I have to lodge a complaint over again? The branch manager basically refused to assist me with an early release for my investment and told me the new rule says money can only be released early on extreme circumstances like death or serious financial problems. I went to centurion branch and was assisted, what an inconvenience to run around different branches before getting service. I want that branch manager to call me and tell me which rule was she talking about. I thought branch managers are the to ensure smooth running and excellent customer service of the branch not to frustrate customers